Seth Report post Posted March 5, 2007 Nick, Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks Share this post Link to post Share on other sites
SUPERAntiSpy Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Share this post Link to post Share on other sites
Seth Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Excellent. When you say "priority diagnostics", is this different than the diagnostic report that is in the help tab? Share this post Link to post Share on other sites
SUPERAntiSpy Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Excellent. When you say "priority diagnostics", is this different than the diagnostic report that is in the help tab? The diagnostic in the help tab is a summarized report, not a full diagnostic like we have a user run when submitting a support ticket - by priority diagnostic - I am referring to the fact that paying customers receive priority support over free edition users - as users who paid would expect Another advantage to being a licensed customer. Share this post Link to post Share on other sites
Seth Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Excellent. When you say "priority diagnostics", is this different than the diagnostic report that is in the help tab? The diagnostic in the help tab is a summarized report, not a full diagnostic like we have a user run when submitting a support ticket - by priority diagnostic - I am referring to the fact that paying customers receive priority support over free edition users - as users who paid would expect Another advantage to being a licensed customer. Ok great. So when would the report in the help tab be used? No worries on the licensing, as all I recommend is SAS Pro with a lifetime subscription. Share this post Link to post Share on other sites
SUPERAntiSpy Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Excellent. When you say "priority diagnostics", is this different than the diagnostic report that is in the help tab? The diagnostic in the help tab is a summarized report, not a full diagnostic like we have a user run when submitting a support ticket - by priority diagnostic - I am referring to the fact that paying customers receive priority support over free edition users - as users who paid would expect Another advantage to being a licensed customer. Ok great. So when would the report in the help tab be used? No worries on the licensing, as all I recommend is SAS Pro with a lifetime subscription. We use that in times when we don't need a full diagnostic. Share this post Link to post Share on other sites
Seth Report post Posted March 6, 2007 Nick,Can you please explain the process of such? For example, if SAS wasn't able to remove a new form of malware, what exactly is the process for the average user, what do you guy's do to resolve it, and approximately how long does the process take? BTW-What is included in the diagnostic report? Thanks We have the user submit a Customer Service Request here: https://www.superantispyware.com/support.html We then have them run our proprietary diagnostic that let's us "see" what is going on with the system and we can analyze it and determine the cause of the infection and update our definitions. We typically analyze the reports within 24-48 hours of a diagnostic submission - we have to prioritize our paying customers diagnostics first - so free diagnostics may take a bit longer. Excellent. When you say "priority diagnostics", is this different than the diagnostic report that is in the help tab? The diagnostic in the help tab is a summarized report, not a full diagnostic like we have a user run when submitting a support ticket - by priority diagnostic - I am referring to the fact that paying customers receive priority support over free edition users - as users who paid would expect Another advantage to being a licensed customer. Ok great. So when would the report in the help tab be used? No worries on the licensing, as all I recommend is SAS Pro with a lifetime subscription. We use that in times when we don't need a full diagnostic. Touche Share this post Link to post Share on other sites
